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Dealer Marketing Programs Support - Team Lead
Garmin
Olathe, KS, United States
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Description
POSITION SUMMARY:
Responsible for direct supervision, training, management, and coordinating activities of the Dealer Marketing Programs Support representatives. The Lead will ensure that internal Garmin departments, and Garmin’s dealers/ customers’ needs are satisfied and service goals are met. This additionally includes the proper administration of marketing and sales programs in compliancy to SOX requirements. Support, coach and coordinate activities of each associate to administer program claims and orders quickly and accurately while providing exceptional service to Garmin customers. Oversee the administration of all consumer rebates, dealer and consumer sales programs, cooperative advertising programs and special-order processing. This position is responsible for attainment of these goals through staff development, implementation of operational plans, plus monitoring efficiency and effectiveness of the team members.
ESSENTIAL FUNCTIONS:
• Communicate performance expectations and provide clear directions on meeting these expectations; Supervise daily operations/ activities of Dealer Marketing Programs Support Team
• Explain, administer, and monitor adherence to company policies for all team members
• Advise employees on handling difficult customer complaints, or handle complaint personally
• Provide annual performance evaluations for team members
• Conduct and document monthly performance discussions with each team member that communicates achievements and areas for improvement
• Counsel and develop employees to achieve individual employee and departmental objectives
• Counsel and develop employees for potential advancement at Garmin International
• Address employee relation issues consistently and fairly
• Participate in the training of new and existing staff by determining training needs and conducting training sessions or arranging training sessions
• Assist with all stages of the recruiting and hiring process by screening, interviewing and recommending candidates for marketing and sales programs roles
• Monitor phone calls, email responses, and other customer contacts to provide positive and constructive feedback to each team member; analyze call data, call monitoring, and claim/ order accuracy data to identify historical trends for team performance/ workload coverage and improve individual performance
• Communicate with other departments to ensure customer requests are properly and timely processed and marketing programs are supported
• Review and study current policies and procedures to ensure compliancy with team; and provide potential cost saving/ streamlining solutions
• Participate in various meetings by listening to others and sharing ideas freely in a manner that fosters information synergy toward potential resolutions
• Partner with department Special Project Manager to recommend and implement changes or enhancements to operating processes and guidelines that improve productivity and enhances program effectiveness and service
• Recruit, select, develop and terminate employees, and direct in the administration of training
OTHER RESPONSIBILITIES:
• Represent Garmin at industry and professional meetings and conferences
• Accept and complete projects and other miscellaneous duties as assigned
• Maintain knowledge of Garmin products
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
• Bachelor's Degree in Business Administration, Management or a related field or a minimum of 4 years’ experience that is substantially similar to the essential functions of this job description
• Must possess a minimum of 1 year supervisory experience with demonstrated leadership experience
• Must possess a minimum of 2 years customer relations experience
• Demonstrated strong and effective verbal, written, and respectful interpersonal communication skills to work across functional and organizational lines with strong negotiative and analytical skills
• Driven problem solver with demonstrated and proven success in developing solutions in difficult situations
• Must possess excellent customer service skills with a proven track record in delivering quality customer service
• Demonstrated ability to coach, counsel, and motivate employee performance
• Must be team-oriented, possess a positive attitude and work well with others
• Ability to prioritize and multi-task in a flexible, fast paced, and challenging environment
• Demonstrated proficiency using Microsoft Office products (Word, Excel and Outlook)
DESIRABLE QUALIFICATIONS:
• Garmin product knowledge
• Experience with Oracle Order Management module
• Marketing or sales programs experience in a business to business environment
• Supervisory or management experience in a business to business environment
EEO/AA/Minorities/Females/Disabled/Veterans
Qualifications
POSITION SUMMARY:
Responsible for direct supervision, training, management, and coordinating activities of the Dealer Marketing Programs Support representatives. The Lead will ensure that internal Garmin departments, and Garmin’s dealers/ customers’ needs are satisfied and service goals are met. This additionally includes the proper administration of marketing and sales programs in compliancy to SOX requirements. Support, coach and coordinate activities of each associate to administer program claims and orders quickly and accurately while providing exceptional service to Garmin customers. Oversee the administration of all consumer rebates, dealer and consumer sales programs, cooperative advertising programs and special-order processing. This position is responsible for attainment of these goals through staff development, implementation of operational plans, plus monitoring efficiency and effectiveness of the team members.
ESSENTIAL FUNCTIONS:
• Communicate performance expectations and provide clear directions on meeting these expectations; Supervise daily operations/ activities of Dealer Marketing Programs Support Team
• Explain, administer, and monitor adherence to company policies for all team members
• Advise employees on handling difficult customer complaints, or handle complaint personally
• Provide annual performance evaluations for team members
• Conduct and document monthly performance discussions with each team member that communicates achievements and areas for improvement
• Counsel and develop employees to achieve individual employee and departmental objectives
• Counsel and develop employees for potential advancement at Garmin International
• Address employee relation issues consistently and fairly
• Participate in the training of new and existing staff by determining training needs and conducting training sessions or arranging training sessions
• Assist with all stages of the recruiting and hiring process by screening, interviewing and recommending candidates for marketing and sales programs roles
• Monitor phone calls, email responses, and other customer contacts to provide positive and constructive feedback to each team member; analyze call data, call monitoring, and claim/ order accuracy data to identify historical trends for team performance/ workload coverage and improve individual performance
• Communicate with other departments to ensure customer requests are properly and timely processed and marketing programs are supported
• Review and study current policies and procedures to ensure compliancy with team; and provide potential cost saving/ streamlining solutions
• Participate in various meetings by listening to others and sharing ideas freely in a manner that fosters information synergy toward potential resolutions
• Partner with department Special Project Manager to recommend and implement changes or enhancements to operating processes and guidelines that improve productivity and enhances program effectiveness and service
• Recruit, select, develop and terminate employees, and direct in the administration of training
OTHER RESPONSIBILITIES:
• Represent Garmin at industry and professional meetings and conferences
• Accept and complete projects and other miscellaneous duties as assigned
• Maintain knowledge of Garmin products
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
• Bachelor's Degree in Business Administration, Management or a related field or a minimum of 4 years’ experience that is substantially similar to the essential functions of this job description
• Must possess a minimum of 1 year supervisory experience with demonstrated leadership experience
• Must possess a minimum of 2 years customer relations experience
• Demonstrated strong and effective verbal, written, and respectful interpersonal communication skills to work across functional and organizational lines with strong negotiative and analytical skills
• Driven problem solver with demonstrated and proven success in developing solutions in difficult situations
• Must possess excellent customer service skills with a proven track record in delivering quality customer service
• Demonstrated ability to coach, counsel, and motivate employee performance
• Must be team-oriented, possess a positive attitude and work well with others
• Ability to prioritize and multi-task in a flexible, fast paced, and challenging environment
• Demonstrated proficiency using Microsoft Office products (Word, Excel and Outlook)
DESIRABLE QUALIFICATIONS:
• Garmin product knowledge
• Experience with Oracle Order Management module
• Marketing or sales programs experience in a business to business environment
• Supervisory or management experience in a business to business environment
EEO/AA/Minorities/Females/Disabled/Veterans